Paul Selby

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...

Is It True: “The Best Service Is No Service?”

"The best service is no service." An interesting phrase, this elicits many possible thoughts. Does it imply the complete absence of any kind of service...

Reap Big Benefits By Running Customer Service Like A Software Start-up

Last week, my employer ServiceNow held its annual customer conference. With over 18,000 attendees, it's an amazing week-long event. Among the many activities that...

Why CRM Struggles To Improve The Customer Experience

When I started my professional career as a frontline technical support analyst for a large software company, our call tracking system was essentially a...

Customer Self-Service Capabilities Aren’t Just For Customers

I write a lot about the importance and value of providing customers with self-service options. For one thing, customers prefer it. For another, self-service...

Three Tips for Winning At Proactive Customer Service from an Internet Service Provider

High-speed internet service is provided in most of the United States by only a few big providers. Where those providers serve, there also tends...

A Checklist for Superior Customer Service

Are you a list maker? I am. I love to make a list. The more lists, the better. And the satisfaction of checking things...

What’s the Cost of Disconnected Customer Service?

Much has been written about using customer service as a competitive advantage in business. It makes a lot of sense. When customers find products and services...

Three Technologies That Aid Agent Retention and Deliver Better Customer Service

The customer service agent is one of if not the most important asset in a service center. Unfortunately, the nature of the work makes...

Three Important Considerations for Customer Service Surveys

Can you go more than a few days without receiving a survey from one of the many companies you do business with? Companies are hungry...

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