Paul Selby

Customer service shouldn’t be like “Where’s Waldo?”

Source: Fandom.com Where's Waldo? Or, as he's originally known, Wally? This fictional British character who...

How to use customer service to drive a better customer experience

Source: Pexels.com It's not very common for customers to contact customer service when everything is going fine. No,...

Five ways using workflow can improve the customer service experience

Image by Clker-Free-Vector-Images from Pixabay Would you be surprised to hear the earliest concept of workflow dates back...

Why some customer service chatbots are better than others

Image by Mohamed Hassan from Pixabay Visit the customer service website for any company and you'll likely encounter...

What Schoolhouse Rock can teach us about customer service

I'm just a bill. Yes, I'm only a bill.Bill, from "I'm Just a Bill" by Schoolhouse Rock, circa 1976

Your customer self-service is failing – here’s why

Image by Ozant Liuky from Pixabay Offering customer self-service has gone beyond simply being a priority for businesses–now...

Three reasons it’s time to go beyond CRM for customer service

Photo by Lukas Hartmann from Pexels A lot has changed in the past quarter-century. Music has gone from...

Moving up the customer self-service maturity curve

Image by Arek Socha from Pixabay It's become clear that when customers have problems, they prefer to use...

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:...

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