Paul Selby

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...

Tips for Taking Communities Live

In last week's entry Three Ways Communities Change Customer Engagement And Deliver Value, I wrote about how online communities offer a new form of...

Three Ways Communities Change Customer Engagement And Deliver Value

Online communities offer a unique means of interacting with customers. Communities are a form of social media like Facebook or Twitter, but rather than...

The Many Choices When Measuring Service

How do you measure customer service in your organization? Like anything, there's several popular methods. Some of the most popular are customer satisfaction (or...

The Andon Cord and Customer Service

This week I want to talk about a concept I was reminded of at Call Center Week. I heard it during the keynote address...

Disconnected Service Costs Businesses More Than Money

Sometimes service just can't be simple. Following up on last week's Monday Musings, I have another chapter in the saga to share. Unfortunately, it's not a positive...

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