Paul Selby

Improving the Customer Experience Takes Behind-The-Scenes Work

Companies are putting more and more effort into identifying and addressing the trials and tribulations customers encounter when interacting with them to create the...

Poorly Planned Proactive Service Is Worse That Poor Customer Service

It's tax season in the United States. Despite the digital era we live in, completing your taxes yourself or with an accountant still means...

You’re Doing It Wrong: The New Customer Service Philosophies

For the last few weeks, I've been sharing some memories from my past running a call center and some of the ways in which...

You’re Doing It Wrong: What to Measure in Customer Service

Last week, I shared how early on in my career I managed a technical support and customer service center and service was considered a...

You’re Doing It Wrong: Why Customer Service Is More Than A Cost Center

Several years ago, I got my start in customer service in a call center for a major software corporation. I didn't start at the...

Driving New Savings and Growth with Superior Customer Service

The customer service function in many companies is regularly challenged to reduce costs while maintaining or even improving customer satisfaction. And how to get to...

Addressing Customers’ Issues Does Not Improve Their Experience!

This past week, I attended the Contact Center Week conference in New Orleans, Louisiana. This is one in a series of events they put...

Improve Customer Service With A Planned Approach To Machine Learning

These days, it's hard not to run across a story in the news about machine learning (ML) or artificial intelligence (AI) announcing some new...

Driving Improved Customer Service With Role-Based Analytics

We're just over two weeks into 2018. Did you make any resolutions for yourself? Perhaps you want to get fit, eat better, or save...

The New Skills Needed For Superior Customer Service

When you hear the term "customer service skills," what comes to mind? Several soft skills might be the first thing you consider. A short list...

Resolve to Connect Customer Service To Other Teams in 2018

The critical importance of customer service has become increasingly clear to companies across industries. A survey by Forbes magazine found over half of respondents (59%) reported...

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...

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