Paul Selby

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...

Raising the customer experience bar by mapping unexpected journeys

The opportunities for companies to provide amazing customer experiences are plentiful; the unfortunate fact is they are often overlooked. In this story, that's not the...

As the holidays approach, three ways to tune-up your self-service

It's the first week of November which means the ramp up to the holiday seasons has begun. Regardless of your company's industry, the holidays...

Four ways to promote knowledge management and reap the dividends

Every day, your customer service agents are fielding inquiries from customers. Similarly, your online community is overflowing with customer questions. Some of these might be...

The costs mount when customer service is disconnected

The unfortunate truth is that customer service often works in isolation. While companies realize its important role in responding quickly to customers problems, still...

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...

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