Paul Selby

Resolve To Deliver Effortless Service in 2018

  One of my favorite customer service quotes in 2017 was made by Charlie Herrin, executive vice president of customer experience at Comcast: “Customer service is what...

Resolve To Deliver More Proactive Service in 2018

  Among the trends predicted for customer service in 2017, a more proactive approach to service made the list. Depending upon the products and services a...

A Small Company Offers A Big Example Of Proactive Service

We live in a period of great expectations and instant gratification. We take for granted the ability to browse millions of items with overnight...

Four Tools To Help Customer Service Survive The Holidays

It's a short week for many in the United States as we head into the extended Thanksgiving holiday weekend. This means stress levels will...

How Are You Using Data To Avoid Customer Problems?

I was recently boarding a flight on an airline I had zero mileage status with. In addition, my ticket was non-refundable coach class. Of...

Three Ways To Avoid Customer Rage

I came across an article this week that immediately caught my attention: Top Takeaways From The 2017 Customer Rage Study. While the study itself is not...

Three Lessons From Superhero Team-Ups For Customer Service

In November, two superhero team-up movies are scheduled for release. You've probably seen your share of trailers for both of them–blockbuster movies don't fly...

Adding Machine Learning And Artificial Intelligence To Customer Service

Machine learning (ML) and artificial intelligence (AI) continue to dominate the news, as companies race to create and adopt solutions to increase speed and...

That Time A Lurking Financial Services Chatbot Nailed The Customer Experience

This past week, I was looking for some tax information related to 401(K) and Roth IRA  accounts on the website for the retirement accounts provider...

3 Times “Machines” Took Customer Service Jobs And Created Better Work For Humans

Across the workplace, few aspects of business haven’t been affected by the growing use of machine learning (ML) and artificial intelligence (AI). The appeal...

When Customer Experience Fails, Service Management To The Rescue!

“Customer service is what happens when the experience breaks.” I read this quote by Charlie Herrin, executive vice president of customer experience at Comcast, in Multichannel...

Do You Offer Self-Service? Great – Now Keep It Relevant!

In the last few years, offering customer self-service has become not only a priority for businesses but table stakes in delivering customer service. Why?...

Three Steps To Transform From Reactive To Proactive Customer Service

  In their Top Trends For Customer Service In 2017, Forrester Research reported "companies (will) sustain automated customer conversations ... (anticipating) needs by context, preferences,...

Four Steps To Strengthen The Customer-Centric Culture In Your Company (And Improve Customer Service...

  Companies across industries and around the world have woken up to the importance of customer service. Why? In a survey, Forbes found that 59%...

Service Management Beats Relationship Management In Three Key Ways

The customer service practice has evolved dramatically over the past twenty years. I started as a front-line technical support technician for a large software...

A Restaurant’s Struggles In Digital Transformation

When my family and I go out for dinner, we frequently visit a national chain restaurant. Their menu has something that appeals to everyone,...

Supercharge Your Online Customer Self-Service With These Four Techniques

In 2016, Forrester reported web self-service use had increased to 76 percent. Following up in 2017, Forrester indicated the continued expansion of self-service was #1...

Omnichannel Service Offers Benefits To Both Customers And Agents

Most companies today provide what's designated multichannel service without even knowing the term: live assistance to customers across a variety of media. Telephone, email,...

Four Benefits of Bringing Knowledge into Customer Service

Your customer service has a wealth of knowledge when it comes to facts, information, and skills. What the title of this blog refers to...

Three Tips For Retaining Customer Service Agents

I started my professional career in a call center answering technical support calls. After a few months, I advanced into supervising a team and...

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